Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the service I received at this dealership. I initially visited the dealership for an oil change and to address a power issue in my vehicle. A third-party diagnosis had indicated an alternator problem affecting my battery, causing power loss during startup. Seeking to resolve this, I brought my vehicle to your dealership.Upon arrival, I was charged $250 for diagnostics with the assurance that this fee would be waived if I chose to have the repairs done at their location. Contrary to the third-party diagnosis, thier technicians identified the battery as the source of the issue rather than the alternator. They then quoted me $587.99 for the battery replacement, which is significantly higher than the $340 range quoted by other Volkswagen dealerships, such as the Volkswagen Oaklawn location.Despite consenting to the job with the application of coupons, I was informed that the battery was not in stock, despite thier inventory indicating the availability of 10 units. I was told that the battery needed to be ordered, and although a loaner car was offered, I was asked to pay for it, which I refused.Throughout this process, it became apparent that the dealership was primarily interested in collecting the $250 diagnostic fee, as evidenced by the two-day delay in replacing the battery. This delay and the subsequent failure to complete the promised battery replacement constitute a significant inconvenience and breach of trust.I formally request a refund of the $250 diagnostic fee, as the dealership failed to deliver the agreed-upon service. The experience has left me feeling misled and exploited.

  

  Business Response

  Date: 08/12/2024

  The customer was informed that there is a standard $250 diagnostic fee and that if services are needed, the diagnostic fee would be waived if consent was given for the work. 

  **************** originally consented and then withdrew that consent when the work could not be performed on his timeline. 

  Since he subsequently declined the work, the diagnostic fee would not be refunded. 

  Thanks so much. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21936007

  I am rejecting this response because:

  On July 2, 2024, at 4:00 PM, I authorized the battery replacement job. Following my authorization, their service representative confirmed with the technician that the replacement would be completed and delivered the same day, as there were reportedly 10 units available in their inventory.
  
  However, after spending over 90 minutes waiting, the same representative informed me that the battery was not in stock, despite records indicating the availability of 10 units. The representative then offered me a loaner vehicle, which I had not requested, and attempted to charge me $8 per day for it. I refused this offer.
  
  
  If, as stated in your previous communication, I had withdrawn my consent to the job, it is unclear why your team would have offered me a loaner vehicle and sought to charge me for its use.
  
  This series of actions, including the contradictory information about inventory and the unnecessary offer of a loaner vehicle, has led me to question your companys commitment to completing the job. It is evident that my request for a battery replacement was not handled with the professionalism I expected, and as a result, the job was not completed.
  
  Given these circumstances, I request a full refund of the $250 diagnostic fee, as the service I authorized was not performed.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/14/2024

  Our response would remain the same. 

  He did ultimately withdraw his consent to do the work and took the vehicle elsewhere. 

  However, we would be willing to reimburse him half of the diagnostic fee ($125) as a show of good faith and as an agreement that the circumstances were less than ideal. 

  Thanks so much. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21936007
  
  I am rejecting this response because:

  There was no consent withdrawn; if that were the case, you would never have offered a loaner vehicle. This kind of contradictory statement and action is highly unprofessional. I am rejecting the $125 and demanding a full refund of $250. As a gesture of goodwill, I am willing to remove my ****** review once you issue the full $250 refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used ***** CX-5 2016 from Volkswagen of Downtown Chicago on April 23, 2024. I paid cash. Did not finance the car.Within 15 days of purchase, per state law, I had the car inspected on May 6, 2024 and immediately contacted the dealership . The inspection showed latent defects that the seller's service should have identified but were not brought up during the sale.I reached out to the dealership (*****************************) and as of today and after multiple e-mails I got no response.I am asking them to either make the repairs at their shop or credit us the cost of the repairs estimated at $2,535 without the tires.

  

  Business Response

  Date: 06/17/2024

  Good afternoon,

  I have spoken with our used car manager and he states he had previously spoken to ****************** after the purchase and told him that our service department would be happy to inspect the vehicle again but ****************** chose to take the vehicle elsewhere.  We had originally inspected the vehicle and did not find any issues-safety or otherwise- that needed repair.   Our inspection found brakes, tires, etc within acceptable ranges and there were no major issues identified.  Since our original inspection did not identify these issues, we would decline to provide reimbursement. 

   

  Thanks so much.

   

   

  
  

  ***************************** Controller ***** and VW of Downtown Chicago ***** of Downtown Chicago ***************************************************************************** ***************************************************************|www.dthondachicago.com P: ************** | M: ************

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21711976
  
  I am rejecting this response because: Volkswagen of Downtown Chicago NEVER offered to have my car looked at again.

  Their response is a lie.

  ************************* the manager NEVER called me back.

  Sincerely,
  
  ****** "*****************

  

  Business Response

  Date: 07/12/2024

  Good morning,

  We responded to this particular complaint and once the customer was notified by ********************, he did reach out to me on my cell and expressed his displeasure with our response.  I brought his concerns to our used car manager who felt our response was accurate and that we met the standards in inspecting and offering this vehicle for sale.  Our response would remain the same.

   

  Thanks so much and please let me know if anything additional is required. 

   

  
  

  ***************************** Controller ***** and VW of Downtown Chicago ***** of Downtown Chicago ***************************************************************************** ***************************************************************|www.dthondachicago.com P: ************** | M: ************

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21711976
  
  I am rejecting this response because:

  The vehicle had latent defects that were easily identifiable by a service person.  VW of Downtown Chicago, chose to sell the car without disclosing the defects. This will raise the cost of the car. Had I known the true cost I will have not have bought the car from them.
  
  Sincerely,
  
  ****** "*****************

• Initial Complaint

  Date:03/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month & a half ago I saw a car I liked on their website. I inquired & Beca reached out. She said she saw I was looking & when can I come in. I told her I was just looking. She asked if she could follow up, I said yes. She called & texted me weekly. I declined; I wanted to raise my credit a bit. Later, I saw a car I wanted that I could possibly be approved for. When **** called me again, I made an appt for March 20, 2024. I gave her the details of the car I wanted & asked if it was still available. She said she checked w/ her manager & confirmed it was still available. I went to the *********** ******* ***** asked if I had an appt I said yes w/ Beca. He said **** is a phone agent who is in **. He pulled my info from the computer, took my car to get appraised & pulled the car for me to test drive. I noticed it was not the car I wanted, it was the same car, but did not have a sunroof. He said its no difference in the cars & since it was closing time, we could start the process that night & the next day I could come test drive the car I wanted & finish. The next morning ***** called & said the car was sold yesterday. I said how, I left after closing? I recalled ***** saying he was new so I didnt bother to ask any more questions. I called the *********** spoke w/ the sales manager (I dont remember his name but his # ************) I asked what car did they run my credit for because if the car wasnt available I wouldnt have allowed a credit check. He said it was a general credit check. I asked could he submit to the credit bureaus as an error since they did not have the car. He said they will not because it wasnt an error. I again said, if I knew the car was not there I wouldnt have agreed to the credit check. They are refusing to report the credit check as an error for a ball dropped on their end. I was not told the car had been sold when I was there at the *********** but instead, the next morning. My credit was checked for nothing, & will affect my score.

  

  Business Response

  Date: 04/29/2024

  With regards to this customer, she gave us all her information in order to run a credit report, so we cannot report to the credit bureaus an error.  Although she did not get approved on the vehicle in which she was interested, we did make a good-faith effort.  There was definitely some confusion about the specific vehicle and we do apologize if she was given inaccurate information related to the vehicles availability.  We should have explained better that it was a matter of approval versus availability of the vehicle. 

  Thanks so much.

  Customer Answer

  Date: 05/07/2024

  Complaint: 21477116
  
  I am rejecting this response because: My complaint has not been resolved. I do not agree with the response.
  
  Sincerely,
  
  *************************; 

  

  Business Response

  Date: 05/24/2024

  The customer came in to purchase a vehicle in late March 2024 and gave us all her information in order to obtain a credit application, check credit and see if an approval could be obtained.  She then later contacted us to see if approved.  Weve apologized for the confusion about the more expensive vehicles availability, but ultimately, she could not get approved for it.  We cant report that we pulled her credit in error when in fact, we had a legitimate credit application.  Her initial contact with us was in Feb 2024 and after some texts back and forth, she stated she might wait a few months as my credit score has dropped.  This was before she ultimately decided to pursue a purchase later in March and gave us permission to run her credit and attempt to get a loan approval. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 Volkswagen Golf and a ************************ Protection Plan from Volkswagen of Downtown Chicago on 05/25/2024.I paid $1950 for the protection plan.The plan was to cover any mechanical issues that occurred during the duration of the contract agreement.In May of 2023 I was told that the engine needed to be replaced but the service manager *********************** said that they would only cover half of the cost but would not cover the entire repair. Leaving me with a cost of what he said was 5-6 thousand dollars. I was never given any documentation of this or a list of the repairs needed.I believe the contract that I have uploaded states that the vehicle should be covered until June of 2024.I have left several messages to both the service manager and to service representatives without any response.

  

  Business Response

  Date: 02/12/2024

  I have copied and pasted the email sent to me by our General Manager.  In addition to the below information, our used car manager is going to reach out to Mr. ********** to see if he can help him possibly trade out of his 2015 Golf.

   

  Thanks so much and please let me know if you need any additional information.

   

  Dear *******,

   

  Please see the warranty from ***********************. I included both a full sheet and a close up of the coverage.

   

  This customer purchased a *** (warranty) on 5/25/2018. If you look at the *** purchased, it was an in-warranty purchase which is effective from 5/25/2015 for 6 additional years which takes his Platinum level coverage out through 5/25/2021 or when the vehicle hits 72k miles, whichever occurs first. This customer brought the car in for repairs well after warranty period expired and we were able to get assistance from VW on installing a new engine at 50% hence the offer for partial coverage. This was a good-will offer from VW as there is no current warranty coverage. Thank You

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 12th, 2023 we purchased a used VW Tiguan from this dealership. We left financing with an agreed up price of about $34k, (10k down payment and 2k trade in) would put our financing at about 22k. We left the dealership as most do after a long exhausting experience, happy with our purchase, but also realized we had left with very little purchase agreement documents. About a week later when I was able to look at the loan information on the bank, I saw the financing amount was almost 26K. I couldn't believe that I would have signed an agreement for that amount but I couldn't find any paperwork that showed our final pricing. I went back to the dealership to get more information. I was given a purchase agreement that had $1,500 for Tire and ************* and $2500 for Service Contract. I knew I would never have signed anything that included these contracts, why would anyone? After speaking with the financing manager, it was clear that they get paid additional on either on a mark up of interest rate the bank charges or by these service contracts. It was clear to me that I knew our monthly payment was what left on Aug 12th knowing, but our interest rate was much better. They tacked on these extra contracts thinking we would be happy with same monthly rate and a lower interest!. Why would I want to pay interest on 4k more, I am not planning to keep the loan for the full term! They assured me they could easily remove the 2 contracts, repay the bank those amounts. Initials e-mails to them were on Aug 30th, they said it could take 2 billing cycles. Followed up on Nov.6th, Still nothing. On Nov 17th we finally received a letter from VW Drive Easy Protection Plan Products that the Multicoverage Protection had been canceled as of 8/12/23. Dec 26th we received first refund of $1500. After waiting a week or so, I emailed the ******************* about the other $2500 for the Service Contact, for them to reply that contract had not been canceled!

  

  Business Response

  Date: 02/12/2024

  I have left a voicemail and sent both a text and email to ********************** which included my cell phone number.  We have cancelled the products as requested and I put all the information in the email to let him know the amount we would be sending as  a refund to his lender.  I also let him know he may be contacted  by your office to confirm resolution.

  Customer Answer

  Date: 02/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a car in July 2023. Returned the day after since a loud alarm goes off intermittently throughout every drive alerting that the assist driving system is unavailable. I was told a new steering wheel was needed. It was ordered. I have been calling and being told the part is unavailable. Last week, I was told the part arrived and an appointment was made. This Monday, I was told the part was the wrong one and we are back to **********. I requested a different car and denied. I have been asking to speak with the general manager and being ignored.

  

  Business Response

  Date: 01/10/2024

  The repair work was completed on Dec 23,2023 so hopefully this is resolved.  The part was originally on back order and then when it arrived, VW of ******* sent the wrong one.  It was corrected and the replacement was completed.  Please let me know if any other information is needed.  Thanks so much.

   

   

  ***************************** Controller ***** and VW of Downtown Chicago ***** of Downtown Chicago **************************************************************, ** 60610 ***************************************************************|www.dthondachicago.com P: ************** | M: ************

  Customer Answer

  Date: 01/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Six months after purchasing a car from them and only after reaching out to you and VW of *******, it was finally resolved. Thank you for interve ing.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Subject**: Misleading Sales Practices and Unauthorized Add-Ons by Volkswagen of Downtown Chicago **Complaint**:On October 31, I inquired about purchasing a VW Jetta and was quoted a price of $24,212 by a sales manager named ***********************. Upon visiting the dealership, a sales representative named *********************** and his manager ********************* disregarded the previously agreed-upon price, initially claiming the car was priced at $33,000 then $27,000 and finally $24,212.After, the original agreed-upon price was honored, but I discovered an additional charge of $895 for a "Downtown Value Bundle" included in the contract. I was informed by ************** and **************** that this charge was mandatory for the purchase, which I later found out was optional and not agreed upon by me.Despite multiple attempts to resolve this issue through calls and emails, I was informed by ************** that this fee was non-refundable and represented a market adjustment.I believe this conduct to be deceptive and unfair, leading to an unauthorized charge that I did not consent to. I seek assistance from the **** to address and rectify this matter.**Attached Documents**:- Email correspondence confirming the original price with *************- Sales documents showing the price alteration and added "Downtown Value Bundle" fee.**Dealer Information**:Volkswagen of Downtown Chicago **** ***************, Chicago, ** *************************************************************************** resolving this dispute.Sincerely,*******************************

  

  Business Response

  Date: 12/11/2023

  We worked with *********************************** on October 31st.  As part of the negotiation, we offered ******************** our Downtown Value Bundle package, which typically retails for $1995. This package includes 7 items: Free monthly carwashes for life, the application of a ceramic paint sealant and 5yr associated warranty on exterior and interior regarding environmental caused defects, complimentary loaner vehicles when visiting our service department, complimentary ************ if a loaner is not wanted, Nitrogen Tire Fill in all 4 tires, a $100 parts voucher to be used toward anything you want in our parts department, and an additional 20% service and parts discount on any additionally accessories purchased.  However, the ******************** negotiated the price down to $895.  In addition to lowering the price of the package by 55%, we also discounted the vehicle an additional $2495 under the vehicle MSRP of $27161.  In all, ******************** paid $25,107.  All of this was reviewed by and expressly agreed upon by ********************, as exhibited by his execution of the attached Work Sheet.

   

  In addition to the vehicle savings, we offered ******************** $16,450 for his trade-in, which was $3,316 over their KBB appraisal of $13,134 and $2850 over their CarMax appraisal. All supporting documents are below. The items cited by the BBB complaint were not required.  However, once paid, these items are non-cancellable.  The decision for final deal discount and final trade appraisal were made based on ******************** final offer, which included an offer of $895 for the **** Bundle package.  It is unfortunate that it has reached this level.  We appreciate ******************** business.  But all questions ******************** had with respect to this deal was available and evident in the documents he signed in consummating this deal.

   

   

  
  

  ***************************** Controller ***** and VW of Downtown Chicago ***** of Downtown Chicago **************************************, Chicago, ** 60610 ***************************************************************|www.dthondachicago.com P: ************** | M: ************

  
  

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 ****** Corolla on 02/20/2023. The sales rep showed me a document that said $19,891.00 for the price of the car. I asked her if it would be cheaper to finance the car or pay it outright and she said she'd see what she could do for me if I financed. She **** up an agreement for me that had the amount $19,391. I asked if I could have an additional discount since the car had some scratches on it and she wrote on that page "$500 off and we have a deal" with a line for my signature, making the agreed upon amount for the car $18,891. I signed. She came back with a fresh document and a bunch of other paperwork, which I filled out and signed. I put $2,500 down and they financed my car through Chase Auto (with a really high interest rate even though my credit score was near 800). When I was contacted by ***** and my payments started in April, the amount was higher than what I had agreed on. I went back to the dealership to inquire and was shown a sheet for $19,891. They said they "no longer had the sheet" where the sales rep had written "$500 off and we have a deal" so they had "no record" that the agreed price was $18,891. They also signed me up for a warranty that cost $2,491 without my knowledge. I asked for a refund of the warranty and they agreed. I signed a cancellation document. I called today to pay off my loan and the amount is STILL higher than it should be. The dealership has the cancellation document on file but no refund for the warranty to me or Chase Auto. I also feel completely misled as there was also a $2,491 *********** charge that was not included in the original agreed upon cost of the car, resulting in the total cost of the car being around $8,000 higher than what I initially agreed on. I am seeking a $2,491 refund for the warranty I never agreed to, a $2,491 refund for the *********** that was very sneakily and sleazily added to my bill, and a refund of any interest I have paid as a result of the inflated charges.

  

  Business Response

  Date: 09/07/2023

  First, Volkswagen of Downtown Chicago takes any complaint from its customers seriously.  To that end, the General Manager had an opportunity to speak spoke with **************** on multiple occasions. /We have processed the refund and the store has confirmed that **************** received the refund several days ago. We also discussed the purchase of the ********** package, which the general manager confirmed was a freely negotiated package but the purchase of which the customer now regretted.  The general manager explained, as a freely negotiated and financed item, it was difficult to rescind the purchase.  Although we understand that customers, such as Ms. ****** may have a change of heart after the purchase of a vehicle, that is not the basis to reject or rescind a properly negotiated and consummated transaction.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20508077
  
  I am rejecting this response because:

  the refund issued was for the warranty which was added without my knowledge or consent and was supposed to be refunded months ago. The business has NOT addressed the fact that $1,000 was added to the cost of the vehicle AFTER I signed and entered an agreement with the sales rep. ********** was NOT discussed with me either. This is not a matter of buyers remorse as the ** has written. This is a matter of underhanded, shady, and slimy tactics. The business did not complete this deal in good faith, and I will be taking further action to pursue this matter.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 09/29/2023

  Since the receipt of  Ms. **** response, we have had continuous discussions with the customer discussing the matter.  As a result of our ongoing dialogue, we have reached a resolution of Ms. **** complaint.  We are thankful to her and to all our customers who are willing to have open and honest discourse in the search for a reasonable, as well as amicable, solutions. 

  Thanks so much.

  ***************************** Assistant Controller for ***** and VW Downtown ***** of Downtown Chicago **************************************************************, ** 60610 ***************************************************************|www.dthondachicago.com P: ************** | M: ************

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealership should be fined in some capacity so they discontinue the inappropriate business practices. There cannot be any financial compensation back to me since we were able to walk away but there is a ****** and if the BBB does not step in than it will continue. I am happy to discuss further with specifics as I find the financial security for others to be the upmost important. Upon leaving Volkswagen Downtown on August 5th, I was shocked about what had transpired but had hoped it was an isolated incident with ***********************. Unfortunately, after calling the General Manager ************************* on August 7th it became apparent that the fraudulent business practices at Volkswagen Downtown were dealership wide on the Sales side at a minimum and I hope the BBB and Volkswagen step in and prevent them from further taking advantage of less educated individuals. Based on reviews that I read after the fact, the unscrupulous business practices are widely spread and besides defrauding consumers they are causing significant damage to the ** brand and the ************************. The specifics of our encounter were that we went to ** Downtown to test drive a certified used vehicle that was listed on various online platforms including the group who owns this particular location - ************************. The car was fabulous and we were ready to buy it until we were told that the cost of the car had increased by 20% and we should know that all dealerships add fees and the price advertised is not the price of the vehicle. The two major issues were that there was a secondary charge for a certification even though the vehicle was advertised as a certified used car and the other was the fee detail was very specific on the ************************ website and came to an approximately 5% upcharge compared to the 20% at time of attempted purchase. The information on the website was specific but was completely disregarded.

  

  Business Response

  Date: 08/29/2023

  At Volkswagen of Downtown Chicago, it is always our goal to deal fairly and honestly with our customers.  Here, there was a misunderstanding regarding the advertised price.  Nevertheless, it is our preference to retain ******************************** business.  As a result, we have discussed the matter with her in the hopes of reaching a resolution this issue.   

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 Volkswagen Jetta from this dealer on August 2, 2023. When I got in the car to test drive, I thought the car smelled like paint fumes. When I asked the sales associate if this was coming from the car he said "No, we detail cars in this parking lot and it's probably from the detailing work we do." I continued to drive the car and asked again - is this a known issue that the car has the smell of paint and he said "No." After driving for a while the paint smell dissipated and I took the sales associates' word that what I was smelling was from outside the car due to what he described as "the detailing work they did in that lot."However, after purchasing the car and picking up several other passengers (my daughter and her friends) - all of the passengers noted the smell of paint. This dealer clearly lied to me and 100% knew of this issue before selling it to me and yet did not disclose this to me and in fact lied about it. It is impossible to think that they wouldn't have known about this as I'm sure other customers smelled what I smelled and the dealer also would have smelled what I smelled.The car likely poses a health risk as those fumes are likely toxic. My brother in law is chief of surgery at a reputable Chicagoland hospital and has informed me of the health risks associated with these fumes. This dealership is deceptive and unethical in selling me a car with a known issue that poses a health risk to myself, my family and any passengers who travel inside this car. I want a full refund.

  

  Business Response

  Date: 08/23/2023

  
  Volkswagen of Downtown Chicago strives to listen to any issue or matter raised by its customers, whether its during the purchase process or after the customer takes possession of the Vehicle.  Such was the case with ************************* (******************).  ****************** complained of a chemical smell days after he purchased the Vehicle.  Our employees sat in the car and failed to smell any fumes.  However, we offered and provided a complimentary sanitization of his Vehicle as a courtesy. Thereafter, ***************** inspected the Vehicle and continued to complain of a noxious odor. Although our staff could not detect the smell, we scheduled a company called Bio Sweep to come out and deodorize the vehicle, a t a cost to the store of $250.00 (in addition to the cost of desensitization).  We also replaced his in-cabin filter.  
  
  We notified ****************** that the treatment to his Vehicle was completed. When he returned, he withheld the keys to the loaner until such time as he felt satisfied that the odor had dissipated.  ****************** proceeded to sit in his Vehicle for approximately 30 minutes, while running the air conditioner. He said it was acceptable and returned possession of the loaner. Based on the date of the BBB post, the treatment and acceptance of the treated Vehicle by ****************** occurred subsequent to Mr. ******* BBB complaint. 
  
  From our perspective, Mr. ******** Vehicle never had a toxic or chemical smell.  Nevertheless, we heard Mr. ******** requests and, in order to ensure Mr. ******** satisfaction as a Volkswagen of Downtown Chicago customer, we provided multiple treatments to the Vehicle at our own expense.  We even offered to trade ****************** out of the Vehicle. Instead, he appeared satisfied with the Bio Sweeps treatment and drove away with the vehicle.  As noted above, we are always willing to discuss any questions or concerns that ****************** may have.  We hope that he continues to be a valued customer.